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Amazon Connect vs HubSpot Live Chat

Amazon Connect logo

Amazon Connect

Customer Support

Cloud contact center from AWS

From
Free
Rated
-
Full reviewWebsite
HubSpot Live Chat logo

HubSpot Live Chat

Live Chat & Chatbots

Live chat integrated with HubSpot CRM platform

From
Free
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: Amazon Connect telephony is charged separately from the platform, so the $0.038 per minute voice rate is not the whole cost of a call; HubSpot Live Chat the Internet Archive's capture of HubSpot's live chat page on 4 January 2022 confirmed live chat is offered free as part of Service Hub, which the page states also has separate premium plans, though no premium figure appeared on the page itself.
  • They diverge on capability: Amazon Connect covers Voice, HubSpot Live Chat covers Live chat messaging.

Where they differ

Only the attributes on which Amazon Connect and HubSpot Live Chat actually diverge.

Attributes where Amazon Connect and HubSpot Live Chat differ
AttributeAmazon ConnectHubSpot Live Chat
Pricing modelusage-basedfreemium
PlatformsWebWeb, Mobile app, IOS, Android
CategoryCustomer SupportLive Chat & Chatbots

Identical on both: starting price (Free), free tier (Yes), user rating (Not yet rated), founded (2006).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in Amazon Connect

  • Voice
  • Chat
  • Tasks
  • ML-powered analytics
  • Contact Lens
  • Outbound campaigns
  • Forecasting
  • ServiceNow

Only in HubSpot Live Chat

  • Live chat messaging
  • CRM integration
  • Visitor identification
  • Chatbot builder
  • Slack
  • Gmail
  • Outlook
  • Mobile app support

Both cover

  • Salesforce
  • Web support

What people use each for

The jobs each tool is most often brought in to do.

Amazon Connect

  • Cloud contact centre with no per-seat licencenot HubSpot Live Chat
  • Voice, chat, email and SMS in one queuenot HubSpot Live Chat
  • Conversational analytics and agent assistnot HubSpot Live Chat
  • Outbound campaigns and automated contactnot HubSpot Live Chat
  • Workforce scheduling for contact centre agentsnot HubSpot Live Chat

HubSpot Live Chat

  • Customer engagementnot Amazon Connect
  • Lead generationnot Amazon Connect
  • Customer supportnot Amazon Connect
  • Sales automationnot Amazon Connect

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Amazon Connect

  • Telephony is charged separately from the platform, so the $0.038 per minute voice rate is not the whole cost of a call
  • Every channel is metered individually: $0.010 per chat message, $0.080 per email and $0.014 per SMS
  • Rates vary by region and by third-party provider, so a published figure is indicative rather than final
  • Cost tracks contact volume, which makes forecasting hard for a queue with seasonal peaks

HubSpot Live Chat

  • The Internet Archive's capture of HubSpot's live chat page on 4 January 2022 confirmed live chat is offered free as part of Service Hub, which the page states also has separate premium plans, though no premium figure appeared on the page itself.

Pricing, plan by plan

Amazon Connect

Free
  • Pay-as-you-go$0.018/minute
    • Voice minutes
    • Free tier available
    • No upfront costs

HubSpot Live Chat

Free
  • FreeFree
    • Live chat
    • CRM
    • Basic features
  • Starter$50/month
    • Marketing automation
    • Enhanced features
  • Professional$320/month
    • Advanced workflows
    • Custom reporting

Which should you pick?

Choose Amazon Connect if

  • You need voice.
  • You want to start without paying.
  • You also want chat.
Amazon Connect review

Choose HubSpot Live Chat if

  • You need live chat messaging.
  • You want to start without paying.
  • You work on Web, Mobile app, IOS, Android.
  • You also want crm integration.
HubSpot Live Chat review

Questions people ask

Is Amazon Connect or HubSpot Live Chat better?
Neither clearly leads. Amazon Connect starts at Free and HubSpot Live Chat at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Amazon Connect or HubSpot Live Chat?
Amazon Connect starts at Free and HubSpot Live Chat at Free.
Does Amazon Connect or HubSpot Live Chat run on more platforms?
Amazon Connect runs on Web. HubSpot Live Chat runs on Web, Mobile app, IOS, Android.
Can I use Amazon Connect for free?
Both have a free tier, so you can try either at no cost before committing.
What is Amazon Connect best used for?
Amazon Connect is most often used for cloud contact centre with no per-seat licence, voice, chat, email and sms in one queue, conversational analytics and agent assist, outbound campaigns and automated contact. Of those, cloud contact centre with no per-seat licence and voice, chat, email and sms in one queue are not what HubSpot Live Chat is typically brought in for.
What can Amazon Connect do that HubSpot Live Chat cannot?
Amazon Connect covers Voice, Chat, Tasks, ML-powered analytics. HubSpot Live Chat covers Live chat messaging, CRM integration, Visitor identification, Chatbot builder. Both handle Salesforce, Web support.
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